Technical Support Specialist Jobs | ForceBrands Jobs United States

TECHNICAL SUPPORT SPECIALIST

JOB OVERVIEW

The mission of the Technical Support Specialist (TSS) is to oversee the technical operations for the US team. The TSS is responsible for ensuring all machinery and equipment is operating and maintained properly acting as second-line support for our Customer Success Specialist (CSS) team which may involve troubleshooting and fixing bars in-store or leveraging third-party vendors to perform maintenance and repairs. This role will work closely with the HQ technical team to solve more difficult issues. The TSS will also be responsible for managing spare parts inventory, equipment warranty claims, and testing/launching new hardware and software updates.

MAIN RESPONSIBILITIES

• Support Customer Success team as second-line support to ensure all bars are operating properly
• Address technical support requests from customers and Customer Success team, determine the nature and severity of the issue, and escalate to the appropriate team as needed
• Complete refurbishment, repairs, and maintenance as needed
• Provide technical training and guidance to employees as needed to ensure they can effectively use and troubleshoot the company’s products and systems
• Set up and manage third-party vendor relationships for maintenance and repairs
• Manage spare parts and supplies ordering and inventory across all markets
• Manage warranty claims process in coordination with HQ and accounting team
• Coordinate with HQ for third-line support
• Testing and launching new hardware and software updates and functionality in collaboration with HQ
• Track any technical and temperature alarms
• Monitor and analyze technical support data to identify trends, inefficiencies, and areas for improvement
• Participate in the development and implementation of technical support policies, procedures, and processes to ensure the efficient and effective delivery of technical support services

PROFILE AND SKILLS

• Strong troubleshooting and problem-solving skills
• Attention to detail and organized
• Handy and curious to learn
• General knowledge of equipment and ability to execute simple repairs and preventative maintenance
• Experience onboarding and managing third-party vendors
• Experience managing supplies/parts order forecasts and inventory
• This role will require 50%+ travel in local and other markets